Hi all,
We've had an outstanding support case since about November-December 2025, but we havent been able to pin down a solution. We suspect this issue is largely affecting us and not all Blackbaud customers, but we would be interested to hear if anybody else has encountered a similar blocker and found a solution.
The issue:
We make use of the outlook plugin for Raiser's Edge NXT.
After a certain time in the day (anecdotally around 11AM ACST), the outlook plugin begins failing in outlook desktop app. This is both for Classic Outlook and New Outlook.
The failure state is that the load animation loads infinitely. This affects all users in the organisation.
The workaround:
It always works in the web view of outlook within Microsoft Edge.
It will work in the web view of Outlook in Chrome, but will also fail in a new way - the plugin sometimes disappears entirely, and isnt available to click on.
Our organisation uses Chrome as the default for our organisation, so the best solution is for the plugin to work as expected in Outlook for desktop.
Other testing:
Rebooting sometimes helps, but not always.
Logging into a different machine sometimes helps, but not always.
Notably, if a user uses a personal laptop (not encouraged by our organisation) to test the plugin, then they do not encounter an issue loading the outlook plugin. This implies that it's somethings specific to out configuration of windows, some security setting, etc that's causing the issue.
What does Blackbaud Say?
We've been through the usual solutions to no avail - it's been escalated to the developers, but we've been waiting to hear back for weeks now.
What does our IT say?
Our IT provider have been able to clear the outlook cache which temporarily resolves the issue. They suspect it's something to do with third party cookies, but the time bound nature of the error is confusing everybody.
